QA Lead, Global Services Quality Assurance

Private Advertiser; Taguig; On-site; PHP 400,000 - 650,000; Full time

Job summary

Private Advertiser in the Philippines is seeking a Quality Assurance Expert to implement and maintain QA standards across customer-facing and operational processes on-site. The role involves audits, performance monitoring, and driving service excellence.

You will partner with stakeholders to improve compliance and processes, develop training materials, and support continuous improvement initiatives. Strong auditing, data analysis, and communication skills are essential; English fluency required.

Qualifications

• Bachelor's degree in Business, Finance, Quality Management, or related field.
• 5+ years of experience in Quality Assurance, Auditing, Process Excellence, or Operations within Shared Services, BPO, or Global Business Services environments.
• At least 3 years of experience supporting customer service or contact center operations.
• Proven experience conducting quality audits, calibration sessions, and performance reviews.
• Experience with QA tools, call monitoring systems, and reporting dashboards.
• Lean Six Sigma, ISO, or related certifications are an advantage.

Responsibilities

• Execute quality assurance frameworks, methodologies, and audit standards aligned with business objectives.
• Define and maintain audit criteria, quality metrics, and reporting requirements.
• Ensure consistent application of QA processes, standards, and documentation across supported operations.
• Conduct quality audits and evaluations to ensure compliance with KPIs, SLAs, policies, and procedures.
• Analyze quality trends, identify root causes, and recommend corrective and preventive actions.
• Provide timely feedback to operational teams and monitor action plan completion.
• Maintain accurate audit records and quality documentation.
• Monitor and analyze quality performance metrics and trends.
• Prepare QA reports, dashboards, and management updates.
• Identify performance gaps and provide data-driven recommendations to improve service quality and operational effectiveness.
• Develop and maintain quality guidelines, training materials, and calibration programs.
• Facilitate quality calibrations and knowledge-sharing sessions.
• Identify training needs based on audit findings and performance trends.
• Collaborate with Operations and Training teams to improve performance outcomes.
• Support root cause analysis and process improvement initiatives.
• Promote the use of automation, analytics, and best practices to improve audit effectiveness and quality performance.
• Act as a subject matter expert on quality-related topics.
• Build strong relationships with cross-functional stakeholders to drive quality initiatives.
• Ensure adherence to organizational policies, regulatory requirements, and quality standards.

Skills

Auditing & QA

Analytical thinking

Quality governance

Stakeholder management

Communication skills

Excel

PowerPoint

Fluent English

Education

Bachelor's degree in Business, Finance, Quality Management, or related field

Tools

QA tools / call monitoring systems

Reporting dashboards

Job description

Private Advertiser in the Philippines is seeking a Quality Assurance Expert to implement and maintain QA standards across customer-facing and operational processes on-site. The role involves audits, performance monitoring, and driving service excellence.

You will partner with stakeholders to improve compliance and processes, develop training materials, and support continuous improvement initiatives. Strong auditing, data analysis, and communication skills are essential; English fluency required.